Technological advancements have changed the way insurance agents work. Technology and innovation play a key role in driving insurance agent concurrency. The use of technologies and strategies that collect, record, and transmit live data has proliferated exponentially, and for a data-reliant industry like insurance, the impact continues to be great. Learn more about how one AI agent is more productive than five.
Artificial Intelligence and Customer Service
Employing Artificial Intelligence (AI) helps insurers to know their customers better and ensure a customer-centric focus. AI offers more insightful customer data that helps insurers to tailor their marketing efforts to specific customer groups instead of applying a one-size-fits-all approach. Insightful customer data also helps insurers to make decisions on getting the right customer to the right agent quickly.
AI improves data quality across an insurer’s operations, enhancing data governance and privacy by efficiently controlling access and preventing data breaches. AI helps to uncover unknown facts about customers by tapping external data and looking for similarities with internal data. This ensures that one agent can possibly do the production of five agents because of customer-tailored data provided by AI. AI can also be used to analyze calls and identify call patterns. This tells insurance agents what types of customers are likely to call and their specific requests and questions. Thus, AI provides information that helps insurance companies to make decisions on getting customers to the right agents quickly and efficiently.
Digital and Virtual Customer Experience
Consumers are engaging with insurers through a variety of digital mediums, such as social media, eCommerce, and even third-party sites. Technology makes it possible for insurance companies to offer their consumers a digital and virtual experience that helps to increase the quality of lead being passed to the agent. With increased accessibility to different platforms, there’s a great need for omnichannel consumer experiences. Omni-channel usually syncs an insurer’s communication channels together so that customers can interact seamlessly with all platforms. With omnichannel, customers have access to similar information across all platforms and hence higher conversion rates.
Rather than customers having to navigate away from social media pages, insurers can communicate with them wherever they’re engaging with the business. This approach reduces friction in the digital and virtual experience for customers and ensures higher and quality conversion rates. No matter where an interaction starts online, AI agents can easily communicate with the customer base.
Using Technology to Escalate and to Smoothly Handoff Good Opportunities
Technology has made it possible for insurers to escalate and smoothly handoff good opportunities to their best agents. Insurers are continually using technologies, such as virtual reality (VR) to increase their opportunities. Virtual reality possesses the capability to alter how customer experience is defined by insurance companies. VR can immerse consumers providing them with new experiences for insurance policies. VR can help to easily capture the attention of a consumer quite unlike other technologies and convince them to buy policies based on their benefits.
On the other hand, big data makes it possible to know the best-performing agents based on the information and customer reviews available to insurers. By utilizing these data, insurance companies can identify their best agents and hand good opportunities to them.
Using Less Experienced but Technology Enhanced Scripted Agents
Insurance customer service agents are always required to be ready to handle a variety of situations and customer interactions. However, sometimes many customers can contact a call center at the same time and result in an overflow of customers. This makes it important for insurance companies to have scripted agents who can engage overflow customers.
With technology-enhanced scripted agents, it is possible to employ scripted responses for engaging customers and familiarizing the clients with the most basic offerings. This ensures that every customer will receive a one-on-one experience when they contact an insurer. When an insurer employs scripts, there’s a higher expectation that messaging is on brand and upholds company values while keeping customer needs at the forefront.
Learn More About Utilizing AI Agents
Now you know how technology helps insurance agents become more productive and responsive to customer needs. Let us know how we can help you to use technology to drive insurance agent concurrency. Reach out to us today to learn more.